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VZW lost a returned phone

by emtdonny    Jun 23, 2012, 5:19 PM

I bring to you a problem with Verizon Wireless. On December 9, 2011, my wife upgraded her cell phone. After that she had problems and had to get a replacement phone shipped out.The phone that was received was the incorrect model.They sent out a Thunderbolt. We called Verizon and they sent out the correct phone as a replacement. That was on Jan 31, 2012. In Feb , the correct phone was received. It did not come with any shipping labels to return the phone, so we called Verizon and asked for return labels. About a week later, we called again to ask for return labels. Those were received and the two phones were seperately mailed back. I discarded the tracking info after a couple of weeks, thinking it was received and it was all good. Last week , I went to a local Verizon store and was told that I couldnt charge anything to my account because of a past due balance in May 2012. The balance was paid and she told us that the account couldnt have anything billed to it for 6 months. After we left the local Verizon store we called customer care and were told the same thing.
Today I called Verizon and got the correct story. With the return of the bad phone, the other phone, that was sent in error was sent back in the same package. Only one phone was scanned into their system. The HTC Thunderbolt is still missing in their system. So Verizon is saying that its our problem, until they do research on this matter, which they say will take 3-5 business days. Meanwhile, we are being penalized for this. We are being penalized by 1- not being able to charge a new phone to the account, and 2- by doing this, Verizon rolls out new costly calling plans on June 28. We might not know about when the other phone is located in their system until that time or later. So if I want to charge it to my bill, I have to wait until they locate it- their mistake- and by that time, the unlimited data plans have changed to other plans. I spent two hours on the phone with VZW customer Care and Customer Relations for escalated calls.They told me the above and said they cant budge on this . We are asking for you help.
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